Allstate Insurance Claims Approach

Allstate Insurance does not offer the cheapest insurance policies. It doesn’t necessarily have the largest market presence; there are other insurers who spend at least as much money as Allstate does on advertising and community programs. There are also many people willing to speak out about how much they dislike the company, yet it still prevails and thrives. This cannot be simply because automobile insurance is mandatory in most states since so many insurance company options are available. Many people in the industry believe that it is because of Allstate’s claims service.


Allstate Insurance Company has a few centralized claims offices are open 24/7/365. Allstate offers customers the option to report a claim on-line, but there are also live voices to talk to at all hours of the night if one chooses. Granted, the claims staff manning the 24/7/365 telephone lines are mostly report takers and not highly trained claims adjusters, but they are available and can answer most general questions.

During normal business hours, even on Saturdays, there are actual claims adjusters available to take calls, answer questions, make appointments, inspect damaged vehicle and otherwise investigate claims. If something like a recorded statement is needed to complete a liability investigation, any adjuster can take it even if not in the same office as the actual file handler. A script is followed when a recorded statement is taken, so any adjuster should be able to take it. (Recorded statements are also taken over the telephone and stored in the computer where they can immediately be accessed across the country.)

Allstate has a process-based uniform approach to claims handling. All representatives and support staff and expected to follow the same standard processes, even down to the greeting used when answering the telephone. Computerized checklists specific to the type of claim being handled are used so that the approach to investigating and resolving each one is the same. Uniform claim evaluation methods are also used.

Allstate adjusters are specialized and grouped then together according to that specialty. Less involved cases, such as single-vehicle accidents involving no injuries and requiring little investigation, are handled in the centralized claims offices. Accidents involving more than one vehicle and/or injuries are assigned out to the local offices in the area where the accident occurred so that they can be investigated further. First party injury claims (PIP or Med Pay) are handled by specialists in those fields. Third party injury claims that do not involve attorneys are handled by one team of specialists, and third party injury claims that attorneys become involved in go on to another.

Claims that involve any potential fraud indicators are assigned to special investigative units that specifically handle only those types of claims.

This leads some customers to complain that they never know who to speak with when they call Allstate to discuss their claims, but at least when they do speak with the appropriate person, they stand a good chance of getting the right answer. Otherwise, a customer might end up speaking with an adjuster who is expected to handle multiple types of claims and thus never becomes an expert on any.

Allstate claims managers are promoted with the company, not from outside, so that they are presumed to have a great deal of knowledge about how Allstate handles claims. This apparently fosters higher employee morale. The company also encourages claims employees to pursue continuing education opportunities such as SCLA, AIC and CPCU and more (and pays for them to do so).

This article is approved for informational purposes and is not intended to take the place of competent local legal counsel. This website does not endorse any insurance company over another.

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